# The AI customer service that never leaves a case hanging.

URL: https://www.elocuenti.com/en/ai-customer-service

AI customer service is an agent that replies, opens cases (a warranty, a claim, a request) and knows when to hand the conversation to a person. In Elocuenti it assigns each case to whoever has the lightest load, closes the ones already solved and measures satisfaction at the end.

## What Elocuenti's AI customer service does

- **Cases with their data** Warranty, claim or request, with the fields you need captured in the same conversation.
- **Clear states** Open, ready for a rep, with a rep and closed: you know where every case stands without asking.
- **Assigns itself** To whoever on your team has the lightest load, with no one handing out cases by hand.
- **Escalation rules in your own words** You describe when to hand a conversation to a person, and the AI applies it.
- **Objectives per conversation** Tell it what data you need, like an application or a contact detail, and it asks for it and saves it.
- **Satisfaction survey** When the conversation ends, it measures CSAT with no one having to send it by hand.

## How an AI case works

- **The customer explains the problem.** On WhatsApp, Instagram, Messenger or a call.
- **The AI opens the case.** With its type (warranty, claim, request) and the data that's missing.
- **It solves it or escalates.** If an escalation rule applies, it hands the conversation to a person with the full summary.
- **The case closes.** The AI closes it, closes it and notifies your team, or hands it to a person, and the satisfaction survey goes out.

## Traditional customer service vs AI customer service

Traditional service depends on a rep opening and handing out every case. With AI, the case opens and assigns itself.

| Aspect | Traditional customer service | AI customer service |
| --- | --- | --- |
| Opening a case | A rep writes it up by hand | The AI opens it and captures the data in the conversation |
| Assignment | Someone hands out the cases | It assigns itself to whoever has the lightest load |
| Escalating to a person | Fixed rules in a manual | Rules you describe in plain language |
| Closing the case | A person always closes it | The AI closes it on its own, or closes it and notifies |
| Measuring satisfaction | A separate survey, if it ever goes out | CSAT at the end of every conversation |

## Three ways to close a case

- **Hands it to a person with the summary** It's marked ready for a rep, with the case summarized for whoever picks it up.
- **The AI closes it on its own** When the case was already solved in the conversation, with no one waiting on it.
- **The AI closes it and notifies** Closes the case and notifies your team, so it's on record without anyone reviewing it by hand.

## What you learn from every conversation

Customer sentiment, the most frequent topics and escalation reasons all land in an analytics view that tells you where to adjust your rules or your knowledge base.

## Keep reading

- AI knowledge base: The source the AI answers from and uses to solve every case.
- Omnichannel inbox: Where your team sees and takes over the cases the AI escalates.
- WhatsApp AI agent: The same agent that opens and solves cases while it handles every conversation.

## Frequently asked questions about AI customer service

- **What is AI customer service?** It's an agent that replies, opens cases like warranties or claims, and knows when to hand the conversation to a person.
- **Does the AI close cases on its own?** Yes, once a case is solved; it can also close it and notify your team, or hand it to a person with the summary.
- **How do I decide when to escalate to a person?** You describe the rules in plain language, like the reasons that matter to you, and the AI applies them in every conversation.
- **How do I measure customer satisfaction?** With a CSAT survey that goes out when the conversation ends, with no one needing to send it.
- **What happens when the AI can't answer?** It says so and hands the conversation to someone on your team with full context. Then the question goes into self-learning so there's an answer next time.
- **How is data protected?** We encrypt data in transit and at rest, isolate each business's data and control access by role. Payments are processed by the payment gateway: we don't store card data.